Field Service Engineer
(Location : Kl / Pj / Tpm Cyberjaya )

Position Summary

Engineer is responsible for performing on site support of Desktop, Workstation, Laptop, End-node LAN/Voice and other technologies as required. Prompt courteous response to customers as they make contact for technical assistance. Visibility and availability to the customer is essential.

Engineers will have ability to carry out some administrative tasks along with technical tasks. Call logging and call ownership is imperative to the position.

Position Pre-requisites

•	Outstanding software and hardware skills.
•	Strong technical background, able to provide 1st & 2nd level support. Desktop skills must include 3-5 years supporting Windows XP.
•	Excellent problem diagnosis and solving skills.
•	High degree of motivation to solve problems.
•	Excellent communication skills. Able to deal with customers at all levels and in all situations, while portraying a customer focussed service attitude at all times. Has the ability to quickly establish rapport with customers.
•	Ability to work under pressure.
•	Excellent verbal and written communication skills. Attention to detail, including full ticket documentation and completion.
•	Works with a minimum of supervision.
•	Highly developed interpersonal skills.
•	Is able to assess workload and make recommendations for improvement.
•	Help Desk and Remedy experience preferred.

Job Responsibilities

•	Meet or exceed customer service levels.
•	Be available and visible to the Customers during business hours.
•	Rigorously follow a defined staffing schedule to assure optimal customer service.
•	Resolve all Field Services tickets or requests to Customer’s satisfaction in a timely manner.
•	Use of Helpdesk tools to log/assign/monitor/analyze client calls.
•	Manage Hotline phone and mailbox.
•	Log every problem (break/fix) and service request. Record sufficient information about every call: first and last name; good short description; detailed documentation for event log.
•	Immediately escalate severity one and severity two problems to Site or Team Lead.
•	Maintain ownership through the life of a ticket or request.
•	Eliminate repeat problem calls.
•	Communicate and report call status to the Customer daily.
•	Problem and Escalation Management.
•	Prioritisation of work.
•	Develop and maintain an effective relationship with key Customer management.
•	Communicate technical issues in terms appropriate to the Customer and escalate issues to the Service Delivery Managers as required
•	Complete special projects as assigned by Team Leader or Service Delivery Manger.
•	Continually improve current quality processes and procedures where required.

Knowledge, Skills and Experience

•	Years of Experience - 3+ yrs
•	Level of Education - Higher Level School + Windows Certification
•	Business Environment - Complex Contribution Group Professional

Key Accountabilities and Responsibilities

Technology

•	Provide technical and administrative support of Personal Computers (hardware, peripherals and software) in an onsite capacity
•	Ability to use help desk tools to log/monitor/close client calls
•	Maintain awareness of developments in the information technology industry
•	Maintain systems software and hardware documentation and where appropriate asset system information
•	Liaise with relevant Lines of Service (LOS) to provide first level technical LAN/WAN support, system backups (servers, where required) and emergency site visits (server down, etc).
•	Perform systems management including LAN desktop management
•	Keeps current with tools to enhance team performance and achieve team objectives

People

•	Serves as customer service representative in support of applicable systems, application, products and services
•	Be a team player contributing to knowledge and support to other members of the team

Customer

•	Maintain a high level of Customer satisfaction
•	Foster an understanding of the technology goals/strategies of the customer so that they can pre-empt possible support needs/issues
•	Co-operate professionally and effectively with customers and staff
•	Maintain knowledge of customer environment, business priorities and requirements in a pro-active manner, including contractual, SLA’s, Subscriptions and future expectations

Business

•	Maintain awareness and knowledge of supported account SLAs and performance KPIs
•	Adhere to all site Health and Safety, Quality and Security procedures and all operational standards and working practices

Financial

•	Conform to all procedures within the budgetary control process

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